Hero Desktop

Help and Information

Hero Desktop

Help and Information

COVID-19 (Coronavirus) Information

Is it safe to shop?

The health and safety of colleagues and the wider community has always been our first priority. We have enhanced safety measures in place to safeguard teams, going above and beyond government guidelines to maximise protection.

What are you doing to ensure colleagues' safety?

We have introduced a number of additional health-and-safety measures that go above and beyond the government guidelines. These include:

  • 6ft or above social distancing respected throughout site.
  • Temperature-control checks on entry, using advanced thermal screening technology.
  • Staggered breaks, staggered entry and exit to site and a one-way system implemented to site.
  • Increased cleaning and disinfecting of equipment.
  • PPE, including masks, gloves and sanitizer.

What about the delivery of my purchase?

THE OUTNET Premier

For your safety, we’re providing contactless delivery during this time. Our driver will ring or knock on your door, place your order on the ground and step back one or more metres. Instead of asking for a signature, we’ll make a note of your full name to ensure your order has been left in safe hands.

For added peace of mind, all our drivers will be wearing face masks and gloves and are regularly washing their hands and carrying hand sanitiser. We’re also continuing to monitor their health and well-being so they can continue completing deliveries to the highest possible standard. Our fleet of vans are disinfected daily and deep cleaned once a week to maintain utmost cleanliness.

Our shipping partners

We are working with our shipping partners to ensure all appropriate health and hygiene standards are adhered to.  

Do I Need To Set Up An Account To Place An Order?

Having an account on THE OUTNET is not essential, but it allows you to:

  • Track your orders and review all your previous purchases
  • Organize your returns directly from your account
  • Shop without re-entering your address or card details
  • Manage your address book and email settings
  • Be the first to know about upcoming sales and promotions

Register now to make the most of all these fabulous benefits or enter a password once you've placed an order to complete your account registration.

I've Forgotten My Password - What Do I Do?

To reset your password, follow the 'Forgot Your Password?' instructions on the SIGN IN page on THE OUTNET. We'll then send you an email so you can create a new password and start shopping again.

How Do I Know That The Products You Sell Are Authentic?

Every item we sell on THE OUTNET is 100% authentic as we're an authorized online stockist for all the designers we carry.

Your purchase will be dispatched in its original designer packaging (including all tags and dust bag, if applicable).

What Size Should I Choose?

All products on THE OUTNET follow the international sizing scheme set by the designer. To help you convert your size, you can view our Size Conversion Chart on the product page.

For a little more help, you can call Customer Care on 0800 011 4250 (UK) or +44 330 022 4250 (from a mobile or internationally) or email customercare@theoutnet.com 24 hours a day, seven days a week.

How Do I Know If An Item Is In Stock?

From time to time, we hold Clearance sales and promotions. During these sales, we offer extra discounts on selected items on top of our existing reductions. Sign up for our newsletter to be the first to know about our exclusive promotions and events.

Promotions and promo codes cannot be used in conjunction with any other offers and exclude items from our Bestsellers list and items marked as 'Just In.’

Why Are My Card Details Saved?

To make shopping at THE OUTNET even quicker, registered customers' card details are safely stored so you don't need to re-enter them every time you place an order.

Your full card details are not displayed and are only used when transactions are initiated by you. To delete your card details or pay with an alternative card, simply uncheck the box 'Remember my payment details for my next purchase' on the payment page.

What Packaging Will My Order Be Delivered In?

Your purchases will be wrapped in tissue with signature THE OUTNET stickers and placed inside a brown box to protect them until they reach you.

Why Do I Need To Sign For My Order?

As the items sold on THE OUTNET are of a high value, we want to make sure that your purchases arrive safely and securely. To receive your order, please ensure that someone is available to sign for your delivery.

How do I contact your press, advertising and affiliate teams?

You can send an email to the following addresses:

Where Can I Find Information On Your Sustainability Commitments?

To read more about how the YOOX NET‑A‑PORTER GROUP is creating a more sustainable future, visit the Sustainability section on our corporate site, ynap.com.

Need help?

Don't hesitate to get in touch! We're available 24 hours a day, seven days a week.

Email: customercare@theoutnet.com

Call us on: +1 888 9 688638